CBTS - Incident Manager

The Incident Manager - Level 2 is responsible for managing high-impact incidents, ensuring quick resolution, minimizing business disruption, and driving effective communication between technical teams, stakeholders, and leadership. This role acts as an escalation point for Level 1 and is accountable for end-to-end incident lifecycle management.

Key Responsibilities:

Incident Management:

- Monitor, triage, and manage major and high-priority incidents (P1/P2) from detection to closure.

- Lead incident bridge calls, coordinating cross-functional teams to ensure swift resolution.

- Ensure proper incident categorization, prioritization, and assignment to technical teams.

- Drive adherence to SLAs and minimize service downtime.

Communication & Coordination:

- Serve as primary communication point during major incidents.

- Provide timely and accurate incident updates to stakeholders, leadership, and business users.

- Escalate issues proactively when resolution is at risk.

Root Cause & Post-Incident Activities:

- Coordinate with problem management teams for root cause analysis (RCA).

- Ensure post-incident reviews (PIR) are conducted, documented, and action items are tracked.

- Identify recurring issues and recommend improvements.

Process & Continuous Improvement:

- Support process standardization based on ITIL best practices.

- Contribute to incident management documentation, playbooks, and SOPs.

- Identify gaps in monitoring, alerting, or workflows and propose improvements.

Tools & Reporting:

- Use ITSM platforms (ServiceNow, JIRA Service Management, etc.) for tracking and reporting.

- Generate daily/weekly/monthly incident reports and analytics.

- Highlight trends and recurring patterns to improve service reliability.

Required Skills & Qualifications:

Technical & Functional Skills:

- Strong understanding of ITIL V3/V4 processes (Incident, Problem, Change).

- Experience handling major incidents in enterprise environments.

- Familiarity with infrastructure, networking, cloud technologies, and application support concepts.

- Proficiency with ITSM tools like ServiceNow or Remedy.

Soft Skills:

- Excellent communication and stakeholder management skills.

- Ability to remain calm under pressure and manage high-stress situations.

- Strong analytical and decision-making capabilities.

- Skilled at conflict resolution and facilitating collaboration.

Experience:

- 2-5 years of experience in incident management or related IT service operations roles.

- Prior experience leading bridge calls and managing P1/P2 incidents.

Certifications (Preferred):

- ITIL Foundation (V3 or V4)

- Incident Management certifications or training

- Cloud certifications (AWS/GCP/Azure) are a plus

Key Competencies:

- Critical thinking

- Time management

- Cross-team coordination

- Documentation & reporting

- Accountability & ownership